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Call Centre Trainer
Essex

About the Role

Call Centre Trainer - (Coaching & Development) 
Contact Centre
Essex 
Circa £30,000 DOE

We are currently supporting a key client of ours with the recruitment of a Learning and Development Trainer / Coach into their Customer Services function in their Essex offices.

Job Purpose:

• To develop the capabilities, skills and competencies of staff within our clients Operations.
• Support staff in delivering an excellent customer experience and champion a culture that engages staff in a continuous learning journey, focusing on offering a first-class service.
• Support the Training Team during periods of peak demand or absence.
• Complete targeted quality reviews to better understand our customer interactions, for example, as a result of customer feedback.
• Offer regular 1-1 coaching sessions to all staff.
• To carry out side-by-side coaching sessions for customer-facing staff in order to provide immediate feedback.
• Communicates effectively with people at all levels, gaining their engagement with concepts and topics.
• Ability to manage their audience to ensure that learning is received effectively.
• Presents themselves as positive and enthusiastic about developing people.
• Able to use innovate ways to deliver learning messages.
• Can create high quality and engaging resources to support learning.
• Communicates effectively with people at all levels, gaining their engagement with concepts and topics.
• Ability to manage their audience to ensure that learning is received effectively.
• Presents themselves as positive and enthusiastic about developing people.
• Able to use innovate ways to deliver learning messages.
• Can create high quality and engaging resources to support learning.

 
Experience & skills:

• Minimum of 12 months of previous experience within a training or coaching role.
• Call centre training experience preferred.
• Experience in training/coaching customer service and support roles.
• Worked within a Quality Assurance role.
• Knowledge or the Grow Coaching Model.

 
For further information please feel free to apply to the position, ensuring your contact details are included on your application.